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 Innovative RMM Server Care allows you to proactively monitor and manage the health of your clients’ servers. Built to simplify IT management, Server Care leverages our proprietary intelligent monitoring engine, powerful automation and near-real time reporting to offer complete visibility into server health. With built-in ticketing, alerting, patch management and other important features, Server Care enables you to quickly address issues and deliver an exceptional customer experience.
Key Features
·        IntelliMon™ Alerting, our proprietary system, streamlines management and reduces unnecessary alerts and tickets.
·        Proactive Patch Management provides testing and issue remediation before patches are deployed.
·        Policy-Based Automation increases productivity and allows you to do more with your existing staff.
·        Remote Access to provide fast, on-demand support for clients.
·        Unified Management to streamline daily operations without the administrative costs of managing multiple dashboards.
·        Integrated NOC Services for profitable, around-the-clock coverage.
·        4x7x365 Monitoring, Troubleshooting and Remediation from Continuum’s expert technicians (depending on service level.
·        Customizable Reporting with insightful analytics to outline performance and illustrate value to clients.
·        Seamless Integration with leading PSA tools and other technologies.

This comprehensive and high value add-on service provides best-in-class level 1 and 2 end client support that is available as your operation needs – business hours, after hours, or 24x7x365 coverage.  Innovative Desktop Care is design to ensure our clients are sustained and receive a seamless interaction from our technicians.

Help Desk
24x7x365: Let Us Take the Nightshift.

When our clients call for technical support, they expect quick response times, a high quality of service
and expert problem resolution. We provide consistent and responsive customer service they will need 24x7x365 Help Desk.
However, this means your technicians have to be available around the clock—including nights,
weekends and holidays. And whether it’s overtime pay putting a strain on your wallet, or overworked employees operating unproductively, there are numerous obstacles that must be overcome when staffing and managing an in-house Help Desk.
Freeing Our Clients from the “Always On” Lifestyle:
With Level 1 and 2 support available during business hours, after hours, or with 24×7 coverage, Innovative Help Desk allows their clients to be home on time for dinner. While our clients celebrate birthdays, holidays or Saturdays, they receive professional support with our 200 certified Help Desk technicians as a natural extension of their company.
Through extensive investments in process, training and technology, our certified Help Desk technicians
provide Level 1 and 2 supports to our end-users. Best of all, our clients pay a low, fixed monthly fee at a fraction of what it costs to staff and operate an internal help desk—and we’ll absorb daily routine maintenance and troubleshooting, so your employees can focus on the reasons why they were employed.
Our technicians receive regular training, coaching and quality review to continuously sharpen their skills, and they’re backed by a team of professional supervisors and managers to ensure consistency and unmatched service delivery.
By leveraging a caller ID system, we create a seamless, white-label brand experience that becomes a natural extension of your organization. When a customer calls, we immediately recognize the caller and display important user and machine configuration data alongside open and recent tickets. This means our technicians can begin solving problems immediately, without wasting time asking for basic customer information.
Complete, Professional Support Your Clients Will Appreciate.
Through chat, phone and email, our Help Desk delivers an unparalleled user experience because our
technicians care about your clients as much as you do. Calls are answered in the first minute and 70% of
tickets are resolved without your input. And, we can answer the phone as your IT department for a seamless client interaction with your business.
One Fixed Monthly Fee For an Unmatched Help Desk Solution.
Help Desk is available for a fixed monthly fee that’s a fraction of the cost of setting it up yourself. You pay less for more help desk certifications, experience, training and quality control than any in-house operation or automated help desk management software.

Benefits

• Level 1-3 Support: Our Help Desk technicians are skilled in both Level 1 and 2 desktop and server
  Level 3 support is seamlessly escalated to our NOC.
• Industry-Leading Service: We answer most calls within 5 minutes, and 70% of all issues are resolved without escalation.
• We answer the phone as your IT department.

Help Desk Support Includes:

• Microsoft and Apple desktop operating systems
• Thin clients and virtual desktop infrastructure (VDI)
• E-mail applications and browsers
• Microsoft Office and documented third-party applications
• Hardware and network troubleshooting
• Printer installation and support
• Mobile phones and tablets
• User administration
• Desktop performance problems
• Virus and malware infections

Our Tech Expertise – Your Tech Advantage
Innovative Tech Advantage is an exciting program that lets our clients leverage the
technical personnel, resources and expertise at our Network Operations Center to complete a variety of desktop and server projects. It’s designed to free our clients’ technical teams to focus on high-value tasks and strategic growth, while we are providing professional, affordable services that are priced to maximize their margins.
With more than 85 projects to choose from, Tech Advantage allows our clients to easily expand the scope of their services and the volume of projects being delivered to them. And best of all, work is performed around the clock – so they can set it, forget it, and give their IT staff the night off.

How it Works
Initiate:
To schedule a Tech Advantage project, simply fill out a request form.  Your request is reviewed by the NOC team within the next 72 hours and a Senior Technician will then prepares a summary of the work involved, review your environment and recommend changes to ensure project success.

Coordinate:
A meeting is scheduled with you to review all aspects of the project.  We create a project scope statement and assign it to you to review.  You approve the project and assign the job back to the NOC.

Complete:
The NOC team completes the project. The details of the project are updated in the ITS portal.
If necessary, post project issues are addressed.

Tech Advantage Project Categories:

Network Care: Greater visibility, automation and documentation of client networks and network devices
The Innovative Network Care is a complete network management solution, combining powerful software with support from Innovative Network Operations Center (NOC). With innovative technicians providing 24×7 monitoring, proactive troubleshooting and issue remediation, to profitably manage our clients’ networks without the need for them to hire expensive network engineers or other internal resources.

We Support Entire Networks, Not Just Endpoints:
Our network infrastructure management enables us to capture a greater view of the environments we are supporting, while extending support capabilities beyond traditional endpoint management to support routers, switches, firewalls, Wi-Fi controllers and more.  We simplify network management by providing powerful software solution with a simplified user interface, real-time network mapping capabilities and other features designed to help us deliver network services to our clients.

Scale with a Fully-Managed Solution:
When our software is deployed, our NOC remediate nearly all critical and actionable alerts of all network alert traffic and our trained technicians will any other alerts so our customers will only be notified when an action is actually needed from them.

Centralize Monitoring and Management of Networks and
Endpoints
The Innovative Network care manages alerts and tickets for all endpoints and networks from one portal, and single-source billing from Innovative simplifies the payment process and helps save our customers valuable time.
Maximize Margins with our On-Demand Network Experts and a Pay-As-You-Grow Model.
With Innovative NOC technicians available 24x7x365, our clients are able to leverage our expertise as needed while keeping their labor costs to a minimum. They will only pay for devices that are active on their network, and there’s no need to prepay or purchase anything upfront.

 Features Overview

NETWORK TOPOLOGY:

·       AUTOMATED NETWORK MAPPING –In minutes, see a complete map of your physical and logical topologies.
·        AUTOMATED INVENTORY –have a profile for every device on your network at your fingertips.
·        NETWORK DOCUMENTATION -instantly know how everything on your network is connected.
·        IP ADDRESS MANAGEMENT –get an automatic list of all the IP addresses you’re currently using and which devices are using them
·        MAP SEARCH & FILTER -quickly find and visually isolate any part of your network.
·       MAP EXPORT -print any map view to PDF for easy sharing or storage

REMOTE MANAGEMENT:
·        IN-APP TERMINAL –Securely access any Telnet or SSH-enabled device on your network from anywhere.
·        PASSWORD MANAGEMENT –never again forget device credentials or leave them vulnerable.

USER & CREDENTIAL MANAGEMENT:
·        REMOTE BROWSER -log into any device’s web interface directly from your dashboard.
·        TWO-FACTOR AUTHENTICATION –Add an extra layer of security to your account.
·        NETWORK EVIDENCE –instantly know where a device has been seen across your network.

NETWORK MONITORING:
·        ALERTS & NOTIFICATIONS –stay on top of important events on your network with both preconfigured and customizable alerting.
·        SERVICE MONITORING –inventory and monitor the services running on nearly any device on your network. 
·        CONTEXT-AWARE DATA –get relevant and actionable information tailored to each device type.
·        RICH STATISTICS –understand and improve the stability of your network with usage and health stats.
·        LIVE & HISTORIC DATA –view network performance as it happens with 60-second polling or dive into detailed logs.
·        NETFLOW DATA & ANALYTICS –gain real-time visibility into your network traffic.

TROUBLESHOOTING:

·        CONFIGURATION MANAGEMENT –Know exactly how your devices are configured and when
they change. Never miss a backup.

·        LIVE & HISTORIC DATA –Instantly bring back any configuration from your version history.

·        NETFLOW DATA & ANALYTICS –get suggestions for improving the performance and stability
of your network.

Innovative Powerful Mobile Device Management with comprehensive integrated protection, powered by IBM MaaS360
An Agent For Every Endpoint
Smartphones and tablets continue to flood the workplace, and businesses are racing to appropriately regulate and manage these mobile devices. As an MSP, you need to arm your portfolio with a solution that keeps your clients happy and keeps you in control.
Innovative RMM Mobile Care is the fastest and most comprehensive way to configure devices for enterprise use and secure corporate data on various mobile devices, all from a single screen.  The offering is powered by IBM MaaS360, the market-leading enterprise Mobile Care solution, and combines a powerful set of features to meet the agile deployment needs of an increasingly sophisticated market.  As with all Innovative RMM features, the solution is directly supported by our Network Operations
Center technicians – our billing depends on how many mobile care you have in your contract, and it is scalable as you grow.

A sprint can be completed in an hour or a couple of weeks. The nature of the challenge dictates the length of the sprint and the key people involved. We provide a targeted framing of the challenges, time constraints to foster urgency, and an inclusive approach that draws on the quiet voices within your organization as well as the louder ones. Our philosophy enables real-time discussion, elaboration, and evaluation of ideas to push them as far as they can go, creating a positive cycle of engagement.

A sprint can be completed in an hour or a couple of weeks. The nature of the challenge dictates the length of the sprint and the key people involved. We provide a targeted framing of the challenges, time constraints to foster urgency, and an inclusive approach that draws on the quiet voices within your organization as well as the louder ones. Our philosophy enables real-time discussion, elaboration, and evaluation of ideas to push them as far as they can go, creating a positive cycle of engagement.